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The term "reasonable fair wear and tear" is very difficult to define, and as such, you really do take a chance at the tribunal. This is why it is so extremely important to make sure that very good records are kept. Good records will include: the ingoing condition report the outgoind...

I would find the most economical way of repairing it - but the tenant should pay the whole lot. A scorch or burn mark IMHO does not include negligence. You're property manager sounds lazy (sorry to be so blunt). They are working for YOU not the tenant.